AI Governance

2 posts

Containment Rate vs Resolution Rate: The Only Customer-Service AI Metric That Matters (How "98% CSAT" Gets Faked)

The CEO gets a weekly email from the vendor: CSAT 98%. I pulled the raw data — ~5% of customers rated 'satisfied,' a fraction of a percent rated 'unsatisfied,' 95% never responded. 'Silent = satisfied by default' is how that 98% got built. Five minutes to see through four flavors of fake-resolution claim; ten minutes to redraw your team's customer-service north star.

May 22, 2026·16 min read

Deploy and Abandon — The Costliest Misconception in AI Agent Projects | Agentic AI in Practice (IV)

My boss graded my Critic design a B, reasoning: 'this is for Apple-scale companies, we're not Apple.' That sentence is the single most expensive misconception in AI Agent adoption. Five minutes to see through the six hollow spots in a 'deploy and abandon' proposal; ten minutes to walk into a vendor review armed with four questions they can't answer.

May 18, 2026·16 min read